ComplaintsforWendell's Garage

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family had an incredibly unprofessional experience. Took my fiancs car in and was told it would be 2-4 days due to what needed fixed (we had an estimate from a dealership so we already knew what it needed). Fast forward four days and they hadnt touched the car. After several calls, they said they were behind. While I understand that, there was no communication on their end to let us know before we called. Fast forward another few days and we reached out again, just to be told they were still testing things. We reminded them that we knew what it needed and thought they were waiting on parts. They said theyd order parts and it would be just under $3,000. Less than 24 hours later, they call back and say its going to be over $4,000 which is way over our budget. At this point they had the vehicle 7 days, meaning my fianc was unable to work, as his job is delivery/courier based. Due to the frustration of this being the fourth set of eyes weve had look at it, already knowing what was needed, we made the decision to go pick up the car. At pickup, we were told that there was a $195 diagnostic fee and $11.70 (plus tax) part fee. Not only did they never tell us what part they charged us for, but a diagnostic fee was never discussed. While I understand this may be common practice, its always understood and agreed upon up front. Again, they had the vehicle 7 days, meaning there was no way for my finance to have made that $220 to pay. When confronted with that information, we were told we either had to pay the fee today or pay additional storage fees. Though it seems as thought thats exactly what we were charged since it took them 7 days to make any sort of diagnosis. The invoice says completed today but when I drove by the garage earlier today Tuesday July 16th, the car was parked in the same spot I dropped it off at last Tuesday.I proclaimed that I did not have money to pay them so they threatened to keep my car, plus charge storage fees.

  Business response

  07/18/2024

  ****,
  
  We are sorry to hear you are not currently happy with your experience here. We understand you brought in your car after having taken it to another shop and you were not happy with the diagnosis or cost they provided you. We agreed to look at the car and see what it needed as we cannot simply rely on another shops work. The last thing anyone needs is for us to simply replace all the parts the other shop suggested and have it not fix the problem. We told you when you dropped it off that we would look at it and let you know what we found. We did look at it and tried to determine the root cause of your issues. We had a phone discussion on 7/15 where you directed us to simply replace all of the parts the other shop had suggested. You were given a quick verbal estimate but were told we would have to confirm part cost and availability. Once we established part cost and availability the next morning, we called you with the complete estimate and timetable.Again, not guaranteeing that the issue would be resolved, even though it was likely since every part was being replaced. You declined the service and wanted to take your car back. When you arrived, you did not want to pay us for the diagnostic work, which you had approved when you dropped off the car. While I understand you are frustrated that we had your car for longer than you expected, we did the diagnostic work to determine the true cause of your problems. As for the parts charge you referred to, that is a standard charge for shop supplies, not for any part.We would be happy to review this with you again and to complete any repairs which are actually needed on your car, but we will not be issuing any refunds for the work already completed.

  Customer response

  07/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21998656
  
  I am rejecting this response because: 
  when I took it to Great ************* of Dublin, their "diagnosis" seems legit. Your's however is not as detailed. Do you think it was because I tried my best to be assertive with what I wanted instead of what you wanted to do and earn off of me?
  ***** or ***, whoever is responding to this was trying to earn EASY money and even told me that *******'s was going to store the car after I proclaimed that then having my car for exactly a week, hurt me financially. 

  Finally I picked my car up because it was a different excuse such as whoever who is involved with *******'s is doing now. 
  
  Regards,
  
  ***************

  
  

  Customer response

  07/29/2024

  To whom it may concern: I paid $156 dollars to another business to take the diagnosis to a company to fix the vehicle but *******'s did not do anything. In my opinion the diagnostic process that you (*******'s) did was not as detailed as the diagnosis from Great Lakes of ****** ******** Dealership). Why not?! You and your team of thieves threatened to keep my car because I did not agree to the charges. If you think I am going to take my vehicle back to you guys for it to be fixed all they way instead of intermittently and then lose complete power steering at the 2 days after leaving the shop ??

  You all need to take accountability for plainly bribing me because I said I did not want everything done that was on the list yet above you said the phone call on 7/15 I said for you guys to fix EVERYTHING on the list which again was a straightforward lie, just so B.B.B is aware.

  Customer response

  07/29/2024

  Im so incredibly disappointed. I will definitely be more aggressive in checking reviews for any local businesses from here on out. Which I hate to say, because I always always always try to support local, but I dont know how you treat someone in your own community this way. I know people have to make a living, but ripping people off isnt the vibe. Had *******'s told us up front, hey if you decide the quote is out of your budget, we do have a diagnostic fee, I wouldnt have let taken it there.

  *******'s was made aware that I, **** am an Uber driver on the side for extra cash because social security does not pay for the "wants of life that social security cannot cover".

  Weve paid two other diagnostic fees from different garages. Had they, instead, said, hey we get that this was an unexpected fee, well let you take your car now (so you can make the money you havent been able to make in the last week) if you can pay the fee in the next two weeks, my review would have been incredibly different.

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