ComplaintsforAlex's Autohaus, Inc.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Matson Auto and their sister shop Alex's Autohaus charged me nearly $300.00 to do nothing more than to tell me they can’t fix my car. About 2-3 weeks ago I called Alex's who said they were busy but recommended Matson Auto. They assured me that they would do a great job repairing my Porsche. I told Matson’s exactly what I needed repaired and gave them a description of the parts. I also asked them to assess the air/oil separator, install tire pressure sensors, check the service light, and complete an emissions test. So, I took it in on my appt. date. I got a call informing me that they couldn't repair any of the identified issues with my car. They didn’t order the parts I identified 2 weeks ago, so when they realized they can’t sell me any parts, they refused to work on any of the other issues I had identified. Tire pressure sensors not installed, service light is still on, and no emissions test was completed. I can't drive the car now due to the window not raising. Matson Auto provided nothing of value, but tried to justify the cost as "diagnosing" the problems. There was no diagnosis needed since I told them exactly what needed to be replaced in the first phone call. They failed to order the replacement parts and I have gained exactly nothing from this experience. I’m out just under $300, and I paid Uber $20.00 for transportation each way ($340.00 total). I want a refund, a written apology from the manager Chris, and for Chris to suffer any penalties allowed under the law.

  Business response

  06/27/2022

  Alex's Autohaus did not provide any services whatsoever or charge any money to Mr. *******.  We provided a referral since he didn't want to wait the 4 weeks that we were scheduling out.

  His vehicle was serviced at Matson Point S.  Regardless, we explained to Mr. ******* that he had an aftermarket performance part on his vehicle and that it was difficult to find what he needed.  I have attached the respective pictures provided to Mr. *******.  While Mr. ******* did say he needed tie rod ends replaced he did not say what was needed to replaced on his oil/separator system.  We recommended a hose that was kinked/damaged and when we told him about the aftermarket part he became verbally abusive to the service advisor and then refused all further work.  Matson Point S diagnosed the issue on his Porsche and that is what the charge was for.

  After Mr. ******* left irate reviews I responded the following to him with pictures of the differences to original on his car.

  *****,
  I saw the reviews that you submitted.
  I spoke with Matson Point S and figured I would respond here before I respond online first.  I am in Germany until the 5th of July and would be happy to discuss upon my return.
  Your car does in fact have a modified plenum that made sourcing parts a little more difficult than just standard original parts.  The hose that was more difficult to source was from the separator to the intake plenum.  I am attaching two pictures with this email.  The names of the pictures identifies each one and you can clearly see the differences.  If you would like to research you can look up Boxster/Cayman intake plenums from a company such as IPD that may provide additional clarity.
  My understanding is that you have only had the car a couple of months, so in all likelihood the previous owner had installed this parts and did not let you know when they sold it to you.

  Chris

  Mr. ******* response was as follows:

  How in the **** would you know what my car has? Did you look at it? Or
  are you relying on the guy who said he didnt know what he was looking
  at? In either case, your incompetent people made no attempt to fix any
  of the issues on my car. Why the hell did I bring it in? I got nothing
  in return while I'm out $550.00. And youre going to tell me you think I
  have an aftermarket plenum? You think telling me that changes anything?
  You dont know a ******* thing about it, so go ahead and write a ********
  reply to my review. Chris, I say this in all sincerity- **** YOU! You
  are nothing but a ******* piece of **** who steals from honest people.
  **** you scumbag.

  He also found it necessary to direct message me on Facebook:

  Alex's Autohaus and Matson Auto financially ****** me yesterday- they charged me $300.00 to tell me they didnt order the parts for my car and now they cant fix it. The worthless scumbags did nothing but take my money. The manager sent an email today trying to kiss my ***- what a genuine piece of shit. Filthy, thieving SOBs. Karma MFers

   

  We tried to be as civil as possible, but Mr. ******* became very abusive as soon as we told him about the aftermarket parts.  We diagnosed his car at an approved price that he signed for and paid for.  Our efforts to help Mr. ******* were met with nothing but verbal abuse.  We will not be providing a refund or an apology.

  Customer response

  06/29/2022

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

  The shop I was referred to has no qualification to repair Porsches. They are barely a tire shop with no Porsche trained mechanics or techs. They charged me $300.00 to tell me they are incapable of repairing my car. That should have been conveyed prior to the appt date. Their inadequacy is their problem. Chris just likes to run his big mouth about things he knows nothing about. If he is too sensitive for profanity, then the scumbag should stop robbing people.  
  
  Sincerely,
  ***** *******
  

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