My husband and I were customers at PACC Automotive for several years until an incident happened a few months ago. My husband took my Jeep in for an oil change and tire rotation. Not even a mile after picking up the Jeep the driver side rear wheel completely fell off. After calling AAA, the vehicle was dropped back off at the shop later that day. We received a call the next day from the manager during which he informed us that they put the SPARE tire on the Jeep and it was ready to be picked up. Shocked, my husband kindly asked for the wheel to be fixed and put back into the same condition it was in when initially dropped off. With some reluctance, the manager agreed to restore the wheel to its original condition stating that it would take several days to hopefully find the correct wheel. I later learned from another mechanic that the part replaced was the rotor, not the wheel. Meaning the manager initially tried to give the vehicle back to me with a broken rotor and a spare tire. This was the first instance of dishonesty but would not be the last. When arriving to pick up the Jeep, my husband and I asked for confirmation it was safe to drive and the manager told us yes and that he had personally test driven the vehicle for 20 miles after the labor was performed. After checking the odometer with the original receipt we found he had only driven it about 5 miles max. After enduring this ordeal we requested a refund on the service which was performed incorrectly resulting in this dangerous incident. Instead of being issued a full refund, we were offered a 100 gift certificate for our next service. Needless to say, our trust was broken and the gift certificate was not worth anything to us as we had no plans to return. We respectfully declined the gift certificate and again asked for a refund, to which we were told this was not possible for some odd reason. The manager said he would talk to the owner to see if it was possible and that we would hear from the owner in the coming week, but that was another lie. We also tried contacting the owner directly and of course never heard back. I understand mistakes happen, but the way it was handled was shocking and was the main reason why we decided to move on. They are dishonest and tried to do the bare minimum possible to fix the situation to avoid a lawsuit. Additionally, the manager acted very nonchalant about it and didn’t even apologize. DO NOT ever take your car to PACC auto.
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