ComplaintsforKeith's Auto Repair & Service

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I called on 12/19/23, asked them if they could replace a clutch and if I could get the car back before Xmas. Thy said "yes" and "probably yes." I had the car towed in at approximately 1:30 p.m. Having not heard from them the following day, I called for a status update. They told me they were short staffed and had not yet looked at it. I call again on 12/21 they tell me they need an outside “expert” come in after hours to inspect the car. I wonder why someone from the outside is coming to look at the car if they know how to fix it. On 12/22 they call me (the only call I receive from them) giving me an estimate of $2300 to replace the clutch and flywheel. They say the job will take 5 hours. The never called to update me on anything, I was forced to initiate every communication. The parts allegedly come in on 12/27 but I am told that the car will not be ready until possibly the next day. The next day I call and am told they are having "trouble" getting the transmission out. The car has been in the facility 10 days and they have not even removed the transmission. A 5 hour job has now taken 10 days. The facility closes at 5. I drove by between 6:30-7:00 p.m. The garage was open, my car on the lift and two men working underneath it making me believe that they are only working on it after hours when the "third party expert" is available. The next day I am told they have a defective part. The car will not be ready until after New Years. The woman I spoke with denies the car has been in facility for 11 days or that anyone was working on it the night before. After I ask to speak to the owner she hangs up on me. I pick the car up on 1/2. They charge my card without showing me the invoice. I immediately notice the clutch pedal sticks and I must be manually lifted back up. I tell them I am bringing it back- they call me and say their tech left- come back tomorrow. They did not test drive the car before returning to me. They failed to bleed the line.

  Customer response

  01/31/2024

  At this time, I have been contacted directly by Keith's Auto Repair & Service regarding complaint ID 21115023, however my complaint has NOT been resolved because:
  
  The owner called me and apologized but nothing was offered in terms of compensation for the ordeal. There is still a burning smell coming from my vehicle (it may or may not be residual from the prior leak caused by the clutch failure.) I will not take it back there however. Lesson learned, I will just never use their facility again.
  
  Sincerely,
  
  ******* *****
  

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