ComplaintsforLuxury Import Specialists

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is Kirk ***** and I own a 2017 ************ car. I took it to Luxury Imports to get my sunroof looked at because it was leaking. spoke to manager and he advise that they could fix it for ** dollars all they had to do was clean the drains on the *****. I did not know they had a draining system on the sunroof. My wife takes it up there on June 10th, did not get the car back until June 13th. They had the car 3 days, couple weeks go buy, we have not drove the car, take it to the car wash and the sunroof leaks. Called the manager back he ask the same dumb question over again about the leak. While checking the car notice a small scratch on driver side door.. the car came back super dirty. I believe they did not do the work or didn't really test the car for leaks. I argue with the manager, he said he would take my number and get back with me, of course he did not get back. They quoted me ** dollars to clean the sunroof, but the price changed to $ ****** dollars because he said that he had lowered a headliner, but did not contact me for a price change, he just call to tell me that he could not find a leak. I would like my money back, because I don't think they can fix it. And I don't want them working on my car ever again, they had the car for 3 days. Thanks Kirk *****

  Business response

  08/09/2022

  Business Response /* (1000, 7, 2022/07/19) */ Contact Name and Title: Thomas ********* / Owner Contact Phone: ************ Contact Email: ******************** We will gladly give a full refund. We work on quite a few sunroof water intrusion cars, and typically the problem is that the drains do not flow well enough to drain the water out of the trough surrounding the glass, resulting in water running over it into the interior. A related problem is poor glass adjustment, allowing too much water to flow into the trough in the first place. We noted and worked on both problems on this car. Sunroof glass was not exactly flush with the roof, we adjusted it exactly level after our initial flow tests. We still had water intrusion with large amounts of water flowing over the glass, so we lowered the headliner, disconnected all 4 drain tubes and blew them all out carefully with compressed air. Customer had several other complaints, I will address them one at a time. 1) "I noticed a small scratch in the drivers door" We did not scratch the drivers door or any other part of the car. We are very particular, and if we damage anything while working on a car, we note it on the repair order and go over it with the owner at the time of pickup. 2) "the car came back super dirty" Our lot is not covered, so depending on weather, cars will get dirty. Also, when we leak check and repair sunroof leaks, we repeatedly flow water over the sunroof area with a hose, the car would have been repeatedly soaked during our tests. Any dust on a windy day would have adhered. 3) "I believe they did not do the work or didn't really test the car for leaks" Our lead ***** technician spent well over 3 hours or repairing this car. I personally assisted him at times during this work. We have never and will never lie about working on a car or just say we worked on it when we didn't. We do not operate that way. 4) "the manager asked me the same dumb questions over again about the leak" Our goal was to fix the problem. We get very specific about the exact complaint and how to duplicate it, where exactly is the problem, etc. in an effort to avoid situations exactly like this one. When the customer called our shop and said that the problem was not resolved, and demanded a full refund, our service advisor informed him that our goal was to properly fix the car. The advisor offered to have the car brought back into the shop so that we could resolve the original complaint at no additional charge, and stated that he would like to confirm the exact nature of the leak so that we could attempt to duplicate and repair is correctly. Customer refused. As stated earlier, we have no problem with issuing a full refund. Consumer Response /* (3000, 9, 2022/07/19) */ I took my ***** to another business and they repaired my car. They said that I has a seal that needed to be replaced. So when they said that the drain is slow and they took the headliner down is not very truthful. This other business did not even go in that direction. If receipt needed from the other business I can show it. Please tell the truth, Luxury specialist you did not repair my car. Thanks Kirk ***** Consumer Response /* (2000, 12, 2022/08/01) */ Their response is acceptable and the refund of my money will settle this case. Thanks Kirk ***** *********

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