ComplaintsforSutton Automotive

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 9, 2022, I was having car trouble, and decided to get it fixed while I was traveling in Colorado. I called some mechanics and spoke to one on the phone (Sutton Automotive in Pagosa Springs, CO) who said if I ordered the part, they would install it for $700. I scheduled an appointment with the mechanic, ordered the part and limped my car to Pagosa Springs. I then picked up the part and arrived at Sutton Automotive for my scheduled appointment at 8 AM on August 11, 2022. The mechanic didn't pull my car into the bay until around 9:30 AM, at which point I walked into town. The mechanic called me at 10:14 AM to tell me that there was a problem and he'd feel better if I could come look at it, and offered to leave in 5 minutes to pick me up (maybe about a 5 minute drive from where I was to the shop). He picked me up an hour later at 11:18 AM (per my call log- I'd called to see where he was and cancelled the call as he was pulling up). At this point, I am counting 45 minutes worth of labor. Back at the shop, the mechanic shows me that the part is not the correct part and he will install it but will not warranty it. So, I told him that's okay I will return the parts and if he could just put my original part back in. He says he will do that, but they are about to go on lunch so won't have it done until about 2PM. I found some shade to sit in until about 1 PM when I got up again to walk around. I noticed my car reassembled and sitting in the lot. If you assume the mechanic took an hour lunch break, they maybe worked on my car for another 45 minutes-1 hour 30 minutes of labor total. I went into the office to ask if my car was done, he said that it was, and charged me $519.90. When I asked him what that amount was for, he kept repeating "ma'am, I quoted you at $700 on the phone, you should be glad I'm giving you a break" all while holding my keys and prompting me to sign. I felt pressured and intimidated to sign, and did so. I believe I was scammed.

  Business response

  08/23/2022

  Sutton Automotive regrets having a dissatisfied customer, apologize for any inconvenience this has caused, and would very much like to resolve this issue.  We sympathize with the feeling of having paid for time and effort involved in a repair that did not yield the actual problem not being resolved. 
  This is, unfortunately the case here.  We regret that the proper repair could not be achieved but do not bear responsibility for the outcome of an incorrect part purchased by the customer.  If we had purchased the part, then this responsibility would most assuredly be on us, and the customer would not have been charged anything because she put her trust in us to purchase parts that fit her vehicle.  If we failed on this front, then we would suffer the consequences. The customer purchased the part themselves and requested Sutton Automotive to install.
  Customer was given an estimate of $700 for replacement.  In the process of replacement, it was determined that the part supplied by the customer was not the correct part.  Customer was brought into the shop area and was shown the differences and explained why the incorrect part could not be installed.  The correct part was not available in town and the customer chose to have her car reassembled with the parts that were on the car.  After reassembly, the customer was not charged the full amount of estimate because the technician did not completely disassemble and remove the part before the observation was made that the new part was the incorrect application.  We felt like $519.90 was the fair amount to charge for time spent working on the vehicle.  In a normal situation, had we purchased the part we would be making a profit on the part as well as the labor.  The technician could have been working on another vehicle making a profit on parts and labor.
  It is Sutton Automotive’s policy not to install customer purchased parts, but an exception was made in this case to help an out-of-town customer.  One of the reason’s we have this policy is to avoid this very situation.  Sutton Automotive deserves to be compensated for their efforts on behalf of this customer and did not charge the full amount as work was stopped when it was determined that the incorrect part could not be installed.   The full amount of estimate would have been charged if the complete assembly had been removed before it was realized that the new part would not fit, so Sutton Automotive saved the customer money by making this determination as quickly as they did.
  We would like to know how much our efforts on the customer’s behalf are worth to them?  How much do you feel like you should have been charged?  Price is only an issue in the absence of value.  Do you feel that we were of any value?
  Sutton Automotive pride ourselves in customer satisfaction and that pride has won multiple awards for a top 5% in a nationwide customer satisfaction indexing.  Sutton Automotive owners and employees take great pride in our skill and service to this community and do not hesitate to accept responsibility when we fail to meet customer expectations.  We guarantee each repair we make, and we stand behind that guarantee.  We will not hesitate to do so in this case if we are in anyway at fault.
  We apologize for making the customer feel pressured and intimidated – this is unacceptable and violates our company policy.  We feel like we should have been timelier in picking the customer up as well.  To give the expectation of 5 minutes and to not get there for an hour is also not acceptable.  We are very sorry that we failed in these areas.

  Customer response

  09/09/2022

  Complaint: ********
  
  I am rejecting this response because:

  In response to Sutton Automotive: 

  
  

  To me, Sutton Automotive's efforts would be worth an hour and a half at the labor rate Sutton Automotive charges.Based on a search of average mechanic labor rates online ($80-$130), I would have been fine paying $120-$195.I do not feel that you were of any value. I paid for a diagnostic to be run elsewhere, so I already knew what was wrong with the vehicle. If it is not your policy to accept projects with outsourced parts, you should have refused my business. I would have preferred to be turned down rather than have wasted a whole day, and pay a premium for an unfixed vehicle.

  
  
  Regards,
  
  ****** *******

  
  

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