I wish I could review the quality of the mechanical work, however due to the unprofessionalism and gross neglect of the receptionist (Megan) no work was done, despite my car being dropped off three weeks ago. Their website promises Free Shuttle Services and Loaner Cars, neither of which are actually available according to Megan. They promised a diagnostic result by the end of the day after having it towed in, which I didn't receive until 4 days later. After approving the estimate three times (via their online system, text message, and phone call) they finally told me they would get started on it, but not until July 3 (an entire month after bringing it in), despite quoting me a "1/2 a day" time frame. Then today, two weeks after approving the $1100 invoice, she informed me she made a mistake on the estimate and it was actually going to be twice that amount because it needed a DMF instead of a SMF. I understand they have to make money, but a $900 increase due to needing a different part is insane, especially considering an OEM DMF is $375 vs an OEM SMF for $117. *Edit to the owners response* The car was dropped off at 1020AM. Not the "end of the day" and that's the third "loaner car" explanation they've provided. Scam.
We are very sorry to see that you had anything less than a wonderful experience during your visit to our shop. We aim to provide high-quality and dependable service to every person who brings their vehicle to us, and the safety and satisfaction of our customers is always our first priority. While we regret to hear that you found us to deliver anything short of that, we want to clarify that our team worked hard throughout your visit—from when your vehicle was towed to us to when we handed you back your keys—to provide you with transparent and satisfactory service. When your vehicle was towed into our shop, our team looked at it as quickly as we could given you arrived late in the day. While we know unexpected automotive troubles can be very stressful and we want to help alleviate these issues as quickly as possible for customers when they come up, we also have to respect the time of customers who already had appointments and already brought their vehicles in ahead of yours. Our team did complete a quick evaluation of your vehicle within 30 minutes of it arriving at our shop and determined that your vehicle would need a full diagnostic service to get to the bottom of your issues. Because you arrived unexpectedly at the end of the day, our loaner car was already scheduled out, so we provided you with rental car information to try to help make your situation less inconvenient. When we learned that your vehicle may have a Dual Mass Flywheel (DMF), this did change the original estimate we provided significantly, which we communicated to you immediately. For a vehicle such as your own that has over 220K miles, it’s possible that the flywheel has already been converted to a Single Mass Flywheel (SMF), and we can’t determine something like that until the transmission is removed. Essentially, after learning your vehicle may have DMF, we had to change your estimate to a “worst-case scenario”, but the cost might have been less than estimated once we could take the transmission out. Nothing is worse than tearing a car apart to complete a service only to find out later that the service would cost more than expected; that’s why we gave a worst-case scenario price to you to give you the opportunity to waive services if the cost of this worst-case scenario would be outside of your budget. We always prioritize being as upfront and honest as possible with anyone who trusts us with their vehicle, and we stand behind our prices as being competitive. While we are sorry to hear about your frustrations, we also want to say that after investigating all our records detailing what occurred during your visit, we stand behind our team as providing service that was as professional and courteous as possible. We are sorry again that you had anything less than a wonderful experience with us. Thank you for your feedback.
- Hippensteel Auto Inc