I went today to check my car and fix it with them. They charge me 70$ for 2 min diagnostic and then quote the repair and they don’t want to deduct the diagnostics cost which everyone should do. The customer service guy was awful also.
Hello, I'm so sorry you feel this way. As I personally diagnosed your vehicle and interacted with you I feel it is necessary to explain. You had a starting issue with your BMW and greeted me by your vehicle. I told you I would pull the vehicle in, check the battery + alternator, starter and electrical system. I ascertained there was signal going to the starter and proper ground (after inspecting the common ground from engine to chassis) and found your battery was at 76% of rated capacity. According to my time stamps I worked on your car for 48 minutes. We priced out the repair and got you on your way in which you seemed very pleased. 20 minutes later you spoke to my service manager and stated that if we did not refund you the diagnostic fee "you would leave a bad review" and hung up. We often do absorb diagnostic fees for a future repair, however if we are threatened to do so my staff is trained to not comply for obvious reasons. They're trained not to be bullied by customers we know we cannot have a healthy relationship with. I'm sorry we did not bend to your threats, and I wish you the best of luck in finding a shop who will fit your needs. We are an independent shop and pride ourselves in providing the highest quality service at reasonable prices. Like with any customer service occupation, if you treat us with respect we will always reciprocate. Tom - Owner
- Automotive Excellence