ComplaintsforDiagnostic Shop, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I brought our Cobalt into Diagnostic Shop on March 11th. We were told they were busy, and that we should hear something by the end of the week, but we didnt. We tried calling several times every couple days and no one ever answered the phone. They finally called us on 3/21 to tell us that it was the cars computer, and that theyd have to order some parts and get back to us, but they didn't. On Monday 4/1, after having to Uber to and from work for 3 weeks, we went up to the Diagnostic Shop to check on things in person. We were immediately met with hostility from the owner, ****. He repeatedly said, Ill call and tell you to pay up when its ready! We were both stunned at the extremely negative interaction and were confused as to what to do. Then, this morning (Tuesday 4/2), we got a call saying the car was ready for pick up and the total was $668. I remembered seeing a sign in the lobby that said something about any repairs over $350 required a written estimate from the shop, and we had never received an estimate, written or verbal. When we went in to pick up the car, we asked **** to explain why it took. He immediately took offense to our question and became angry. He rudely explained that they were really busy, and then they had to order parts and those take a long time to come in. But then he said that they ended up getting used parts from a junk yard and just used those. I asked if the repairs came with a warranty and he responded by saying, It wouldve come with a 30-day warranty, but I dont like your attitude, so theres no warranty now. I told him what he was doing was illegal and he proceeded to scream at me, Go ahead and call WSOCTV and give me all the free publicity you want, but youre not getting the car without $668.73! My husband paid the bill, and we have the car back now, but the way we were treated was unacceptable, and I do not believe Diagnostic Shops actions were legal.

  

  Business response

  04/16/2024

  This car was towed in without an appt. First of all we thought the car belonged to a different costumer, but that was their friend. The car was no start issue, that ended up being complicated electrical issue that someone else had already tried to fix prior to it coming to us.Upon further diagnosing the computer was not communicating and fuse box smelled burnt. It took time to find computer at local junkyard due to age of vehicle. The first gentleman we were in correspondence with about trying to local part and he said that was fine. We never spoke to (later discovered owner) until the day before completion. We have video when owners picked up, The lady was upset about time it took as soon as she came in, so i kindly explained why, in which she disagreed.  But i know they don't understand how difficult and time consuming diagnosing can be. She otherwise seemed fine, then went on to say they only have $500 and what could we do to help them. So  I explained to them that i did already in fact lower cost on bill because they were friends with a good customer of ours (the one who we were initially talking to about the car). It seems like everything came down to money, and she thought complaining about time would help that issue. The car was towed in on March the 10th again without an appt. and completed March 29th, and was picked up April 2nd. Which could have taken longer due  to already having other appt scheduled before them.The estimate was given to the friend "****" who we were taking to whole time. Not know if the computer would need programing quoted $500- 800 also not knowing what they did previous to cause burnt fuse box. She went on to post bad reviews on ****** and had her friends as well whom we've never met. This said, I feel we went over and beyond with nothing but negative outcome. We have texts from our business to the friend "****" and video of her actions the day they picked up vehicle.   

  Best,

  ***************************

  Customer response

  04/16/2024

   
  I am rejecting this response because:
  We were not given an estimate and it's the law in ** for all car shops to give a written estimate for repairs over $350. Their video will show the owner of the shop screaming at us. I responsed appropriately, as this "video evidence" will show. We still believe we are owed a refund, as this shop's actions were blatantly illegal. 

  

  Business response

  04/24/2024

   My response is unchanged from before. They did receive verbal estimate from the point of contact "******************* " who was the person that initially texted about having car towed in. And who the cars name was in previously. They did not have an appt, we did our best to work it into schedule and be fair to other customers who were already scheduled. Issues were found, a verbal estimate was given at $500 to start (which you will hear in the video that **** said he was aware of). The only additional charge was to program pcm. I was texted by ******************* to continue to update via text to him and he would keep **** updated. As far as I knew **** was paying the bill until March 28th when **** texted and said **** would be the responsible party, a day before repairs were completed. As you can see in the video it would have been fine had I accepted $500 payment. This invoice had already been reduce due to it being a friend of a good customer "*******************". As far as warranty on the used parts, I told them the salvage yard gives a 30 days replacement only. However after being threaten of bad reviews, BBB etc. I will not be bullied by customers and have the right to refuse further services. The video will be sent to BBB via email. 

  Best, ***************************

  
  

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